Senior Manager, Performance Improvement & Development

JOB SUMMARY

The Senior Manager, Performance Improvement & Development and Pre-Opening Support (SMPIDPOS), Residential Operations leads and facilitates three key components for a given portfolio – quality assurance, learning delivery and pre-opening support. This position is responsible for driving performance improvement, meeting well defined goals and sustaining results for all Marriott International Residential brands within the continent.  

Additionally, this position is responsible for ensuring effective training is in place to enable the achievement of desired business results.  The SMPIDPOS facilitates the delivery of all training programs either in person or in a virtual setting and measures the effectiveness of training to ensure a return on investment. 

The SMPIDPOS leads and facilitates all pre-opening activities including supporting the continent leader and pre-opening property leader and orchestrating and leading the property opening countdown process, in close collaboration with the hotel counterpart and Area Director of Operations.

The SMPIDPOS partners with Residences Directors, Performance Improvement and Development and Pre-Opening Support (DPIDPOS), the Area Directors of Residences, Area Residences General Managers, Regional Directors of Residences, Vice Presidents of Residences and the property Leadership teams to establish key metrics to evaluate sustainable results. 

CANDIDATE PROFILE 

Education and Experience 

Required

• College degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major

• 2 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

• Ability to travel 30%-50%

• Spanish fluency required

Preferred

• Quality improvement team facilitation, group training experience, 

• Proven management experience with multi-branded luxury operations and luxury residential operations 

• Property Management license (CMCA, AMS, CAM)

CORE WORK ACTIVITIES 

• Implements property scorecards to measure.

• Initiates problem-solving communication with property senior leadership team when necessary, in order to ensure continent success.

• Shares best practices within continent.

• Responsible for training and development of new property Leaders on Residential-specific training including quality tools.

• Executes learning, including in person and virtual training.

• Provides support prior to an opening and leads the countdown process for residential openings.

• Distributes digital Personalized Service Flashcards.

• Develops and maintains all scorecards/dashboards.

• Audits and maximizes utilization of all systems.

• Responsible for Owner Engagement Survey sample, daily participation reporting, bi-annual impact plan audit.

• Drives engagement on the residential blog.

• Coordinates and facilitates annual SWOT analysis.

• Coordinates and submits data for annual Breakthrough Leadership reset process.

• Responsible for measurement and communication of Residence Owner spending at co-located hotels and local revenue.

• Tracks and communicates renovation compliance and post renovation analysis.

• Oversees the Owner Engagement Survey Red Zone Strategy.

• Responsible for above property Residences assimilation for specified continent.

• Responsible for environmental program participation and tracking including MESH, ENGIE, Transcendent, Water Safety Program and Water Intrusion.

• Oversees the annual condo hotel rotation audit with third party auditor.

• Facilitates Global Audit Process within Continent.

• Provides onsite task force support 

• Joins property site visits, annual meetings...with Regional Director of Residential Operations and VP Operations,